Return Policy

Cancellation and Returns Policy for Consumables

At Shimadzu UK, we want to make ordering as straightforward as possible. If you need to cancel an order, return an item, or report a delivery issue, the information below explains how we can help.

Cancelling an Order

If you need to cancel an order, please contact our Customer Service team as soon as possible.

  • Standard products can usually be cancelled up until the point they are picked and packed for dispatch.
  • Orders for custom-made, non-catalogue, or non-stocked products may not be cancelled, or may be subject to cancellation charges.

Please note:

  • A cancellation is only confirmed once it has been accepted by Shimadzu UK.
  • We recommend contacting us promptly to avoid your order progressing too far for cancellation.


Returning an Item

We may accept returns of standard catalogue items that are no longer needed, provided the following conditions are met:

  • the return is requested within 30 calendar days of delivery;
  • the item was originally purchased from Shimadzu UK;
  • the item is unused;
  • the packaging is not damaged;
  • the item is in a resalable condition; and
  • the item is part of our stocked inventory.


Restocking charge

Approved returns are subject to a restocking fee of 15% of the invoiced value, with a minimum charge of £25.

Items that cannot be returned

We are unable to accept returns for:

  • discontinued products;
  • personalised or customised products;
  • products not purchased from Shimadzu UK;
  • refrigerated or temperature-controlled items;
  • items that are outdated, shelf-worn, used, or defaced;
  • reagents, diagnostics, sterile products, chemicals, or medical products; and
  • products that are expired or have too little shelf life remaining for resale.


We also cannot accept returns for:

  • custom products;
  • non-catalogue products; and
  • non-stocked products.


How to return an item

Before sending anything back, you must first obtain email authorisation from Shimadzu UK Customer Service team.

Please note

  • returns must be sent to the designated return location; and
  • unless agreed otherwise, return shipping costs are the customer’s responsibility.

If you would like to arrange a return, please contact our Customer Service team for assistance.



Delivery Issues, Errors, or Damage

Please inspect your delivery as soon as it arrives.
If the outer packaging is obviously damaged
The courier driver mut be informed immediately.
You must also let us know within 3 working days of delivery and provide:

  • a copy of the annotated delivery note/receipt; and
  • any supporting evidence, such as photographs.


If there is a delivery error or visible product damage
This includes issues such as:

  • the wrong product;
  • the wrong quantity; or
  • physical damage visible when unpacking.


These issues must be reported within 30 calendar days of delivery, together with:

  • a copy of the annotated delivery note/receipt; and
  • any relevant supporting documents, such as photos.


If we are not notified within these timeframes, the goods may be treated as having been delivered correctly and in good condition.



Faulty Products and Warranty

Nothing in this policy affects your rights if a product:

  • develops a fault; or
  • does not perform in line with its specification or applicable warranty.

If this happens, please contact Shimadzu UK Customer Service and we will advise you on the next steps.
Download Policy as PDF